استخدام نظرية الاصطفاف في قياس جودة الخدمات المصرفية

Abstract EN

This study was presented on one of the quantitative models used in decision making, which is queuing theory.

the study was conducted in the national bank of Algeria (BNA) Tiaret for the sake to solve the problem of the queue length waiting time.

and through this study, we have determined the mathematical model for the waiting line of the bank and it is (M / M / 02): (FCFS / ∞ / ∞) this is after knowing the rate of customer access, which depend on poisson distribution and the rate of service performance which is subjected to the exponential distribution and the number of service centers estimated at 02 ranks.

finally, we have concluded that the waiting period for customers is almost fair, which means that the bank provides good service to its customers.